Buyers beware

We have had nothing but excuses and time delays from Eden Perfumes, particularly Precious and her passive aggressive demenour. My daughter dropped the bottle of perfume with the lid on as she was putting it in her bag. The whole top of the bottle broke off. She had had it less than 30 days. It fell less than a rulers length from the floor which was soft. She took it back and asked them to replace explaining what had happened. The ladies at the kiosk in Blue Route made her pay for the courier to send it back to Joburg to be tested or fixed or whatever. She is a student and had to pay the R 70 before they agreed to fix it. She handed it in on Monday, but when she called head office on the Friday they didn't know where it was. Apparently couriers only collect from Eden on a Thursday?! Not sure who implemented this policy, and clearly no urgency from their side. A trip back to the kiosk this week at Blue route didn't help, and a relook at their returns policy states that all returns within 60 days will be dealt with no charge. We asked for a replacement as surely this is a faulty bottle/. If you can't carry the perfume around in your bag you should tell your customers this... a fragile sticker on the bottle perhaps? It could have just been a dud bottle but I suspect the packaging is cheap and wont allow any kind of general wear and tear. More concerning is that instead of them using this as an opportunity to build brand loyalty by offering her a small sample in the meantime or a replacement while they investigate the product, she now has to wait an indefinite amount of time to get her perfume back.... if it comes back... if it is fixed. No word back from them yet. Very disappointing all round.